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Virtual Call Centers: Enhance Productivity Of Agents Working From Home

6 mins read

When COVID-19 hit the streets, cities ground to a halt, and business slowed. But as the true impact and scale of the pandemic came to light, it was clear that businesses could not simply wait it out.

With social distancing and work-from-home being the norm, knowledge management plans and virtual call centers have gained popularity, allowing companies to continue to serve their customers and maintain relationships without the need to be on-site.

This was a massive shift in the way companies used to operate, and for many, they’re putting together a remote work plan for the first time.

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What are virtual call centers?

Virtual contact centers function exactly like normal ones, with one key difference – its agents are generally disbursed across different locations, rather than in a centralized office provided by the organization.

This allows the company to save on space and equipment costs while giving employees flexible hours and comfortable environments to work in.

But with COVID-19, virtual call centers are no longer just a smart decision – they’re necessary to maintain an uninterrupted flow of business.

While just 5% of the customer experience (CX) workforce worked from home through 2017, Gartner predicts this number to shoot to 35% by 2023.

As businesses increasingly choosing to operate in a work from home culture, there exists a need to understand the full potential of an AI-powered contact center, as well as the challenges it faces.

How Does a Virtual Call Center Work?

Virtual call centers are essentially having a call center that can be accessed remotely. The Platform can be both hosted on the cloud or on-premises depending on business requirements. Once a virtual call center platform is deployed, the agents working remotely log into the system from their respective locations and are all set to handle customer calls that too in a similar office environment.

How is knowledge management changing the game for virtual call centers?

COVID-19 didn’t stifle the need for customer service. If anything, it served to increase the demand, as customers reach out to companies in an attempt to understand new regulations, operational capabilities, and service changes in this new world.

With questions becoming increasingly complex, traditional FAQs and chatbots have found themselves instantly outdated.

Further, when agents are working from various locations, managing and sharing information through a solid knowledge base and KM plan has never been more important. And, not to forget the loss of man-power through agent absenteeism or other unavoidable circumstances, and the need for self-service and automation is obvious.

Benefits of knowledge management for better work from home productivity

1. KM platforms allow companies to store and update data on easy-to-access programs or datasheets and enable the creation of channels for the data to flow wherever it is most needed. This is a critical factor in boosting customer experience (CX).

2. KM platforms allow companies to store and update data on easy-to-access programs or datasheets and enable the creation of channels for the data to flow wherever it is most needed. This is a critical factor in boosting customer experience (CX).

3. KM platforms allow companies to store and update data on easy-to-access programs or datasheets and enable the creation of channels for the data to flow wherever it is most needed. This is a critical factor in boosting customer experience (CX).

4. KM platforms allow companies to store and update data on easy-to-access programs or datasheets and enable the creation of channels for the data to flow wherever it is most needed. This is a critical factor in boosting customer experience (CX).

We must also remember that this is an unprecedented situation. People will now have questions that no agent has had to field before. Maintaining and updating your knowledge base will help fill the gaps, giving future support specialists a reliable source of solutions, no matter where they may be.

Moving ahead – from contact centers to virtual centers

It can be easily marked that this is merely starting of ‘the era of contactless support’ & remote working. Businesses have already started to shift closer to the customer base with an overall contactless support establishment.

Contactless support facilitates improved communication defying any geographical boundaries.

Enable contactless support using knowledge management modules

1. Co-browsing

This module of knowledge management brings two or more parties on the same page virtually, ensures communication between an organization and its customers from multiple touchpoints.

2. Screen annotation

Screen annotations help in delivering better solutions through screen markups, additional texts, and diagrams. This acts like a digital book that directs users with the proper solution in real-time to deal with problems right when they arrive through the common screen.

3. Remote screen sharing

Virtual and augmented reality uses remote screen sharing to solve any issue. Servicing is done by users and is guided by agents. The user allows the agent to view their screen and points their camera at the issue helping the agent to analyze and get the problem solved more effectively.

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